Kumar-2011-Research-Methodology_-A-Step-by-Step-Guide-for-Beginners

334
Research Methodology
the percentage of users in isolation as an indicator of the popularity of a programme. People
may be unhappy and dissatisfied with a service, yet use it simply because there is no other
option available to them. If used with other indicators, such as consumer satisfaction or in
relation to evidence of the effectiveness of a programme, it can provide a better indication
of its acceptance.
••
Percentage of eligible users of a service – Service records usually contain information on
service users that may include data on their eligibility for the service. An analysis of this information
will provide you with a percentage of eligible users of the service: the higher the
percentage of eligible users, the more positive the evaluation. That is,
no. of eligible users × 100
= percentage of eligible users
no. of total users
You can also undertake a survey of the consumers of a service in order to ascertain the percentage
of eligible users.
••
Percentage of dropouts – The dropout rate from a service is reflective of the satisfaction
level of consumers with the programme. A higher rate indicates either inappropriate service
content or flaws in the way the service is being delivered: it does not establish whether
the problem is with the delivery manner or the intervention content. However, the figure will
provide you with an overall indication of the level of satisfaction of consumers with the service:
the higher the dropout rate, the higher the level of dissatisfaction, either with the contents
of a service (its relevance to the needs of the population) or the way it is being
delivered.
no. of dropouts from a programme × 100
= dropout rate
no. of total programme acceptors*
*Acceptors are ever-users of a service.
••
Survey of the consumers of a service – If service records do not include data regarding client
eligibility for a service, you can undertake a survey of ever-users/acceptors of the service to
ascertain their eligibility for the service. From the ever-users surveyed, you can also determine
the dropout rate among them. In addition, you can find out many other aspects of the evaluation,
such as client satisfaction, problems and issues with the service, or how to improve its
efficiency and effectiveness. How well you do this survey is dependent upon your knowledge
of research methodology and availability of resources.
••
Survey of the target population – Target population surveys, in addition to providing information
about the extent of appropriate use of a service, also provide data on the extent of acceptance
of a service among those for whom it was designed. The proportion of people who have
accepted an intervention can be calculated as follows:
no. of ever-users of the service × 100
= acceptance of a service
no. of eligible individuals surveyed